A Call Centre Agent will be responsible for providing excellent customer service and support to callers/guests. This includes answering questions, addressing concerns, and resolving issues or complaints in a professional and efficient manner. The incumbent will execute customer support via calls, business WhatsApp and emails. Resolve first line queries and escalate where necessary.

Call Centre Agent Job Duties:

• Complaint resolution rate in line with company policy and guidelines
• Call quality, ensuring that the guest is provided with the best services in each interaction.
• All unresolved complaints should be escalated, followed up and feedback provided to the guest in line with the escalation process.
• Provide accurate and up-to-date information about movies and showtimes.      
• Promoting and managing our customer loyalty program·      
• Ensure information accuracy in all feedback provided to guests on various products.       
• Fully understanding the refund policy from start to finish·      
• Adherence to schedule (Weekly and monthly roster) ·       
• Compliance with quality standards and procedures·      
• Abandoned call rate should be in line with department SLA.     
• Average call handling time should be in line with business rules.      
• All daily checklists should be submitted before the start of the shift.
• Knowledge of the movie theatre's operations, policies, and procedures.
• Knowledge of the movies showing, showtimes, and available promotions and discounts.
• Familiarity with ticketing systems, loyalty programs, and payment processing.
• Understanding of guest service principles and practices.
• Knowledge of basic computer skills and phone systems.   

Qualifications:

• Matric (non-negotiable)
• Certification in communication
• High school diploma or equivalent

Experience and Knowledge of:

• Previous call centre experience
• Proficiency in Microsoft Office Suite
• Hands-on experience with office equipment

Skills:

• Excellent communication skills, both verbal and written.
• Active listening skills and the ability to understand customer needs and concerns.
• Strong customer service skills and the ability to provide solutions to customer issues.
• Sales and marketing skills to promote movies, concessions, and loyalty programs.
• Strong organizational and time management skills to handle multiple calls and tasks simultaneously.
• Ability to work under pressure in a fast-paced environment.
• Attention to details and accuracy in handling customer requests and transactions.
• Adaptability and flexibility to handle changes in movie schedules or customer requirements.
• Patience and empathy when dealing with customers and their concerns.
• Ability to work as part of a team and collaborate with colleagues to achieve common goals.

Key Attributes

• Strong communication skills (both oral and written) – clear voice.
• Strong customer service orientation
• Strong relationship building skills.
• High energy levels
• Going the extra mile
• Passionate about movies
• Time management
• Multi-tasking
• Professionalism
• Customer service attitude/skill
• Ability to work without a personal cell phone.